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Our client, a major and recognized organization in its industry, is undertaking a significant modernization by migrating its CCaaS systems to a next-generation solution focused on automation and artificial intelligence. Working alongside our experts, you will be a key technical player, designing agent interfaces (API/CRM), managing level 2 and 3 support after our migrations, and ensuring the platform's long-term viability.
Job Responsibility
Actively participate in the deployment of the new CCaaS solution
Design and optimize the Agent interface by creating seamless APIs for integration with enterprise systems and CRM
Configure and administer interaction management solutions (ACD, IVR, CTI, omnichannel)
Provide high-level technical support (Tier 2-3) following migrations and monitor performance
Ensure secure access management and adherence to the strictest security standards
Requirements
Over 3 years of hands-on experience in managing and optimizing contact center solutions (CCaaS)
Strong proficiency with one or more market-leading platforms (such as Genesys Cloud, Cisco Webex CC, Talkdesk, Five9, Nice, or Amazon Connect) is essential to facilitate the transition
Solid foundation in telecommunications and networking
Skills in automation and scripting (Python, PowerShell, Bash)
Knowledge of cloud environments (Google Cloud, AWS, or Azure)
Strong technological curiosity, analytical skills, and excellent adaptability to change
What we offer
Competitive salary
Flexible group insurance
Defined benefit pension plan
Employee purchase plan
Performance bonus
Telemedicine
Hybrid work environment with high teleworking flexibility
An environment that encourages learning, professional development, and growth